Mitigating the risk of change mangement failure with a staff centric approach (Christian Lafrance)

I will present a framework that helps CX professionals to structure their change management activities when implementing improvements in service delivery. Adopting a staff centric approach helps mitigate the risk of rejection.

Hi! I’m a customer experience design strategist with over 10 years experience in creating products/services that resonate with customers across channels and drive more business value. I'm currently strategising the future of radio at the Australian Broadcasting Corporation whilst also enabling the organisation to fully leverage audience empathy.

Transcript

1. http://www.cpsu.org.au/multiattachments/18769/Image/change-management1.jpg Mitigating the risk of change failure with a staff centric approach
2. Don’t let risk aversion scupper the benefits of your CX efforts
3. roll‐out change co‐design change methods new CX co‐design change state benefits realisation Staff centric change management Involve staff here not just there
4. roll‐out change co‐design change methods new CX co‐design change state benefits realisation Define future state processes & behaviours Evidence change needs Prevent non‐viable solutions Stakeholder & staff buy‐in Co‐design change state with staff Co-designing change state co‐design change state
5. ‐ Leverage client personas ‐ Challenge with CX principles ‐ Keep managers away Process re‐design Process re‐design
6. ‐ Enact alternate options ‐ Make scenarios though ‐ Involve managers ‐ Low‐fidelity prototyping CX enactment CX enactment
7. roll‐out change co‐design change methods new CX co‐design change state benefits realisation Co‐design change methods with staff Define how to enable all staff Staff buy‐in co‐design change methods
8. ‐ Test your artefacts ‐ Use artefacts as ‘ingredients’ ‐ Challenge ‘training’ ‐ Keep managers away Communications & activities co‐design Communications & activities co‐design
9. roll‐out change co‐design change methods new CX co‐design change state benefits realisation Staff centric change management co‐design change methods co‐design change state Staff empathy Customer empathy
10. Empathise with staff as much as you do with customers, they are the ones who make you & CX successful
11. roll‐out change co‐design change methods new CX co‐design change state benefits realisation Thank you! co-design change methods co-design change state Learn more User centric change management www.slideshare.net/lafranec/user‐centric‐change‐management Theatrical tools for service experience workplayexperience.blogspot.com.au/2010/01/theatrical‐tools‐for‐service‐ experience.html Keep in touch linkedin au.linkedin.com/in/madeinlafrance twitter @madeinlafrance